Visitor
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1 Message
International Roaming Charges
On July 19th I returned from celebrating my wedding anniversary in Europe. When I arrived in Europe I received a text inviting me to join Global Travel Pass by responding with a Y for yes. I did this as instructed. I assumed it was taken care of. Imagine my shock when I arrived at the airport in the USA and received a text that I had $1,700 on roaming charges when I had done what was required.
Also, your policy states that you will monitor roaming charges and notify the customer when accumulating roaming charges become excessive. I believe you will agree that $1,700+ in charges is excessive, yet I wasn’t notified.
In Summary:
1. I responded to the text regarding Global Tavel Pass and believed it had been activated.
2. I wasn’t notified that exorbitant roaming charges were accumulating until I returned to the USA. This seems completely unjust.
I am a retired law enforcement agent and this amount is causing me a lot of stress because I can’t afford it. I want to remain an Xfinity customer as I have been for years, but this episode is alarming to a long term customer. Please assist me by crediting this unjust charge. Thank you!
XfinityChelseaB
Official Employee
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2.4K Messages
2 hours ago
Hello @user_z75sza, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.
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